Support & Help Center
Get the help you need with CortexEDR. Our support team is here to assist with technical issues, account questions, and platform guidance.
📞 Contact Methods
Live Chat
Available in dashboard
Get instant help from our support team. Available 24/7 for all paid plans.
• Available: 24/7
• Languages: English, Spanish, French
Email Support
support@cortex-edr.com
Send us a detailed message and we'll get back to you within 24 hours.
• Include screenshots
• Provide repository URLs
Phone Support
Enterprise only
Direct phone support for enterprise customers with dedicated account managers.
• Direct escalation
• Account management
Community Help
GitHub Discussions
Get help from the community and contribute to discussions.
• No SLA
• Great for quick questions
🔧 Common Issues & Solutions
Scan Not Starting
Problem: Repository scan fails to start
Solutions:
- Check if repository is public or you have proper access tokens
- Verify repository size is under 50MB limit
- Ensure repository contains supported file types
- Check GitHub API rate limits
False Positive Reports
Problem: Security findings appear to be incorrect
Solutions:
- Review the finding details and code context
- Check if input is properly validated/sanitized
- Verify if the code path is actually reachable
- Report false positives to help improve detection
API Authentication Issues
Problem: API requests returning 401 Unauthorized
Solutions:
- Verify API key is correct and active
- Check Authorization header format: Bearer <key>
- Ensure API key has required permissions
- Check for expired or rotated keys
Webhook Not Firing
Problem: Webhook events not being received
Solutions:
- Verify webhook URL is accessible and returns 200 OK
- Check webhook secret matches in both places
- Ensure events are selected in webhook configuration
- Review webhook delivery logs in dashboard
🎯 Support Plans & SLAs
📊 System Status & Health
Current Status
Performance Metrics
Recent Incidents
📝 Submit Support Request
Need help with a specific issue? Fill out our support form and we'll get back to you quickly.